TownNews, a Division of Lee Enterprises; is a leading digital media solutions provider for news and broadcast. We are looking to expand our dynamic team to include a Manager of Customer Experience.

About the role:

The Customer Experience Manager will work in collaboration with all other business units to deliver great end-to-end customer experience across the post launch aspects of the customer journey. While collaboration with other teams is crucial, the Customer Experience Manager will have oversight of our Client Services and People Development as direct areas of focus.

Customer Experience Manager includes the following key roles and responsibilities.

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Interact with heads of other teams such as sales, marketing, marketing, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
• Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels

Qualifications: Qualifications:

• Bachelor's degree in Business, Computer Science, or relevant experience preferably in a SaaS business environment
• Experience working within a multi-product, enterprise-focused organization
• Strong data analysis skills, and the ability to identify trends, outliers, correlations and reconciliation needs across large data sets
• Ability to deliver and communicate technical topics to a business audience, and vice versa
• Development of training materials and resources for live environments, distance learning, and micro-learnings.
• Experience working with an advanced learning management system
• Live and remote learning facilitation experience
• Experience in behavioral coaching and knowledge of effective coaching techniques
• Knowledge of key customer service key metrics (satisfaction, handle time, first contact resolution, etc.)
• Knowledge of employee satisfaction methodologies and the correlation to business objectives

Why Join Us?

TownNews offers competitive wages in a dynamic, interesting work environment with career growth opportunities. We offer an extensive benefit program that can be personalized to your needs. Our benefit program includes medical, dental, vision, short and long-term disability, company provided life insurance and supplemental life insurance. In addition, we offer a 401K retirement plan with company match. We also offer generous paid time off to allow the flexibility to balance personal life and work. This includes paid parental leave for new parents.

TownNews partners with local media organizations to transform their business models and flourish in the digital age. Our tools and expertise in digital, video, print, connected TV, and advertising enable forward-thinking media organizations in dynamic markets to efficiently engage their audiences, increase security and grow revenue. More than 2,000 news organizations have benefited from our platform and the tools we have built specifically for the media industry to thrive. TownNews is majority owned by Lee Enterprises.

Lee Enterprises a leading provider of high-quality local news, with 77 daily newspapers in 26 states that have print, digital and e-replica versions. Our digital sites attract more than 44 million unique visits monthly. We also have a rapidly growing roster of digital products for consumers, and are committed to aggressive digital growth.

Lee Enterprises is proud to be an equal opportunity employer. We respect and celebrate diversity and are committed to creating an inclusive environment for all employees. For more information about Lee, check us out at www.lee.net.

We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications above, we encourage you to apply.